Update handling non-support emails process (#8751)

Co-authored-by: gabtorre <[email protected]>

content/departments/technical-success/support/process/customer-support-triaging.md

@@ -1,4 +1,4 @@
-## How to Triage like a Pro
+# How to Triage like a Pro
 
 **Step 1:** Conversation initiated by the customer
 
@@ -23,7 +23,7 @@ If there is no action for CS, go to back to step 4 select ‘…’ and then sel
 - handle anything related to security for a customer with a TA
 - handle a feature request for a customer with a TA
 - provide guidance on how to think about using Sourcegraph/drive adoption (ie more proactive in nature guidance)
-- for employment verifications, we can reply and send the requestor to [our Truework landing page](https://www.truework.com/verifications/sourcegraph-employment-verification/) where they can get what they need.
+- for employment verifications, marketing, spam, and other non-support related issues check out [Handling Non-Support Emails](non-support-emails.md).
 
 **Step 6:** Selecting _View Thread_ will allow you to respond to the customer within the slack thread.
 
@@ -65,16 +65,11 @@ If the other ticket is still open, merge the new ticket into it and alert our te
 
 No. Hopefully in the future, Zendesk will give us this feature; for now, we can link to the other ticket and be sure the requestor is correct.
 
-### 4. What do I do when I see a company update or solicitation in the triage queue?
+### 4. What do I do when I see a non-support email in the triage queue?
 
-We sometimes get all company updates or solicitation emails delivered to support mailbox. When you come across these, please go ahead and delete them.
+Sometimes, emails not related to support issues, such as employment verification, bills, marketing, or spam, may be directed to Support. Please refer to the section on [Handling Non-Support Emails](non-support-emails.md) for guidance.
 
-If the email is clearly spam mark them as such (this can be done by clicking the three vertical dots on a ticket and selecting `Mark as Spam`) which will delete the ticket and make sure we don't get a similar email again.
-
-If the email is around something that could be of interest to another team (examples could be a bill for a service that is about to expire or some security update) forward those to the appropriate team via Slack (or email group if its known).
-For employment verification emails see above for steps.
-
-### 5.What if we are close to missing SLA?
+### 5. What if we are close to missing SLA?
 
 When SLA is close to expiring and the ticket is assigned, we ask SE to send a first response; otherwise, we collaborate as a team to provide a meaningful initial response to prevent SLA violations.
 
@@ -90,14 +85,6 @@ Sometimes custom scripts are developed by the CE or TA team, if the customer rea
 
 When a customer replies to a solved Zendesk ticket a new ticket will be created. You will want to remove all the tags and triage following the same steps listed above.
 
-### 9. How to handle Hubspot emails?
-
-If it's from the Hubspot form and for marketing, engage them in the #marketing Slack channel and @ mention @marketing-operations.
-
-If it's from Hubspot, change the subject to "Sourcegraph help request".
-
-For the Hubspot form, we will need to email the person from our work Gmail account with a subject like "Sourcegraph inquiry" and [email protected] in cc and let them know a member of the team will help them. We do this so that we can ensure the customer gets the email since Zendesk could block it.
-
-### 10. How to add the support agent integration to a customer Slack channel.
+### 9. How to add the support agent integration to a customer Slack channel.
 
 Simply navigate to the support agent app in Slack and at the top expand the title with the drop-down arrow. Choose the first option, `Add this app to a channel` and either search out or type the channel you'd like to add the integration to. Here's a quick [video](https://www.loom.com/share/6f5b7191a8fa49478318b9ce81dd9cc8) on how to do it. Please ping @CS-Leadership so they can complete the [setup](https://docs.google.com/document/d/1gmApObWJUZ6DfR9w2xNmBTXppRhG6plQA8mWYYs1Y5Y/edit#)

content/departments/technical-success/support/process/index.md

@@ -1,6 +1,7 @@
 # Support Team Processes
 
 - [Updating Known Issues Page](known-issues.md)
+- [Handling Non-Support Emails](non-support-emails.md)
 - [Case transitions](case-transitions.md)
 - [Cloud Maintenance Window Process](cloud-maintenance-window.md)
 - [Collaboration time](collaboration-time.md)

content/departments/technical-success/support/process/non-support-emails.md

@@ -0,0 +1,20 @@
+# Handling Non-Support Emails
+
+Occasionally, non-support emails will be sent to [email protected], either employment verification, bills, marketing, or spam. Emails that are pertinent should be forwarded to the appropriate team. Emails that are not relevant should either be marked as spam or deleted.
+
+**Marking Spam:**  
+If an email is spam, navigate to the ticket menu and select 'Mark as spam'.
+
+**Deleting Emails:**
+If an email is an internal company update or a solicitation email, navigate to the ticket menu and select 'Delete'.
+
+**Forwarding Emails:**  
+To forward an email, expand the menu on the message and click ‘Forward via email’. ZenDesk removes the original sender's email from the forward, so paste it into the message. If you need to access the support mailbox, use the credentials in the shared 1Password vault.
+
+**Determining the Appropriate Recipient:**  
+Consult the relevant Slack channel to identify the correct recipient if the email group is not known:  
+#discuss-marketing: Cold outreach, marketing, media.  
+#ask-people-team: Job applications and other employee-related emails. Employment verification emails should be sent to [email protected].  
+#discuss-finance: Bills, POs, or receipts.
+
+If you are unsure where to direct an email or need help determining the appropriate action, request guidance in the #team-support-engineering channel.